Online City Tickets

Initial Business Response /* (1000, 5, 2015/10/01) */
Thank you for bringing this matter to our attention. We take the customer experience seriously and would like to take the time to address Ms. [redacted]'s concerns. Online City Tickets has reached out to Ms. [redacted] and we have resolved her...

concern about the the delivery of her tickets for her event on October 4th, 2015. The tickets that Ms. [redacted] purchased were delivered via Flash Seats. These tickets were transferred to Ms. [redacted]'s account on September 28th, 2015, which she confirmed receipt of when we reached out to her. We hope that Ms. [redacted] enjoys the event and welcome her to contact us if she has further questions or inquiries.

Tickets I ordered were listed as CENTRE but the ones I received are marked NORD which I believe is on a side section. The row B is correct.

font-weight: inherit; font-style: inherit; border: 1pt none windowtext;">Thank you for reaching out to us and bringing this matter to our attention. We take the customer experience seriously here at Online City Tickets and would like to take the time to address Mrs. [redacted]oncerns. It should be noted that Online City Tickets is an online resale marketplace, which means we do not own or generate tickets—instead, we merely facilitate transactions between ticket buyers and ticket sellers.
Online City Tickets is not directly affiliated with any artist or venue; as a secondary marketplace, we act as an intermediary between fans and a vast network of ticket resellers. This means that tickets purchased on our site are subject to change and not guaranteed to be part of a specific section. The change that was ultimately applied to Mrs. [redacted] order moved them from Balcony 12 to Balcony 7, which moved Mrs. [redacted] out of a viewing impairment section. We contacted Mrs. [redacted] regarding her order and she accepted the offered replacements. In accordance with our Sales Terms and Conditions, which are clearly visible on our website, state: “COMPANY reserves the right to replace tickets with comparable or upgraded tickets if originally ordered tickets are no longer available. Definitions of "comparable" and "upgraded" are made at the reasonable discretion of COMPANY.”
Mrs. [redacted] accepted these upgraded replacements and we must enforce an “all sales are final” policy—a standard throughout the industry. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This policy is described in detail in our Sales Terms and Conditions and during checkout, visible in a text box below the order total and presented with the bolded message “All sales are final.” Mrs. [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and a check box that needed to be selected in order to continue with checkout.We have been in contact with Mrs. [redacted] regarding this issue, but have been unable to reach an amicable resolution. While our management team is available to handle any additional concerns that Mrs. [redacted] may have, we consider this matter closed.Regards,Online City Tickets

Good

Thank you for reaching out to us regarding this matter. At Online City Tickets, we value our...

customer and appreciate the opportunity to address Ms. [redacted] concerns. Ms. [redacted] has stated that she believed she was purchasing through Ticketmaster.com. However, it should be noted that our web address and branding are intentionally different from those of Ticketmaster.com. Online City Tickets is an online resale marketplace, which means that we do not own or generate tickets—instead, we merely facilitate transactions between ticket buyers and ticket sellers. This is stated in multiple places on our website, including directly on our checkout page with the message, "We are a resale marketplace. We are not a box office or venue. This site is not owned by any venue."
 
Online City Tickets maintains that Ms. [redacted] was not misled regarding any aspect of her order. In the interest of customer service, we have reached out to Ms. [redacted] and provided a resolution to this matter that was amicable to both parties. As such, this matter has been resolved, and we hope that Ms. [redacted] will consider Online City Tickets for her future event ticket needs. If she has any further questions regarding this or any other matter, we encourage Ms. [redacted] to reach out to a member of our customer service team.
Regards,
Online City Tickets

Thank you for bringing this matter to our attention. We take the customer experience seriously and would like to take the time to address Ms. [redacted]'s concerns. We spoke to Ms. [redacted] and offered her a refund of a portion of her service fees on both orders, but Ms. [redacted] declined. We should...

explain that OnlineCityTickets.com is an online resale marketplace, which means we do not own or generate tickets--instead, we merely facilitate transactions between ticket buyers and ticket sellers. This fact is noted on every ticket and checkout page and at the top of our homepage with the statement: "We are a resale marketplace. Prices may exceed face value. This site is not owned by any venue." It is difficult to understand Ms. [redacted]s' belief that she was purchasing tickets directly from San Diego Civic Theatre as the above disclaimer and our branding clearly show that we are not affiliated with any venue or other ticket marketplace.
When Ms. [redacted] selected tickets and was taken to our checkout page, she was directed to review her itemized order breakdown, which clearly displayed the service fee per ticket, delivery fees, the price per ticket, and the total price in bolded text. Ms. [redacted] was then directed to review our terms and conditions--visible in a text box below this order total--and presented with the bolded message "All sales are final." At this point, she was also presented with the message "I agree to the sales terms and conditions. I have reviewed the Order Summary above," and a check box that she/he needed to click to continue with checkout. Below this check-box, another message was displayed that, in Ms. [redacted]'s case, read: "By clicking 'Place Order', your credit card will be charged $500.95, and on her second order $253.95, which includes ticket, service, and delivery fees." This notice was followed by a button labeled "Place Order." When Ms. [redacted] clicked this button, she signified her acknowledgement of the total price and these terms, and completed both of her orders. (A sample screenshot of the checkout page is included in a PDF attachment.)

Our sales policies, including our "all sales are final" policy, are disclosed throughout the purchase process--from a notice on every ticket page to a sales terms statement displayed at checkout with the message "All sales are final. All prices are listed in US Dollars (USD)." Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds. Ms. [redacted] was made aware of this fact, and made an educated, conscious decision to purchase tickets from our site. Ms. [redacted] has since disputed with her bank. We want to resolve this with her and will provide our offered resolution but we cannot do so unless that bank dispute is closed. This is to ensure that Ms. [redacted] receives a definitive resolution via one avenue rather than through both her bank and Online City Tickets.
Thank you,
OnlineCityTickets
(OCT.zip)

Thank you for reaching out to us and bringing this matter to our attention. At Online City Tickets, we value our customer and would like to take the time to address Ms[redacted] concerns. It should be noted that Online City Tickets is an online resale marketplace, which means we do not own or...

generate tickets—instead, we facilitate transactions between ticket buyers and ticket sellers. This fact is noted on every ticket and checkout page and at the top of our homepage with the statement: “We are a resale marketplace. Prices may exceed face value. This site is not owned by any venue.” In regards to Ms[redacted] concerns regarding the price of the tickets, or face value, it should be noted that the prices of tickets are set by the individual ticket sellers, not Online City Tickets, based on an assessment of a range of market factors, including customer demand. This means ticket prices may fluctuate at any time, and sellers are notified immediately when an order is placed. As a secondary marketplace, Online City Tickets is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Since customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.When Ms. [redacted] selected her tickets, she was taken to our checkout page. From there, she was directed to review the itemized order breakdown, which clearly displayed the price per ticket, all fees, and the total price in bolded text. Ms. [redacted] was required to agree to our terms and conditions—visible in a text box below this order total—and presented with the bolded message “All sales are final.” At this point, Ms. [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and a check box that needed to be selected in order to continue with checkout. During this process, Ms. [redacted] saw an even more in-depth order summary that displayed the number and prices of their tickets, delivery and service fees, and the total charge.  We have been in contact with Ms. [redacted] regarding this issue and have offered a courtesy resolution which Ms. [redacted] has since rejected. If Ms. [redacted] wishes to pursue the offered resolution, we encourage her to contact us directly.  Our management team is available to handle any additional concerns that Ms. [redacted] may have; as it presently stands, we consider this matter closed.Regards,Online City Tickets

Thank you for reaching out to us. At Online City Tickets, we value our customers and would like to take the time to address our customer’s concerns. It should be noted that Online City Tickets is an online resale marketplace, which means we do not own or generate tickets—instead, we merely...

facilitate transactions between ticket buyers and ticket sellers. Directly on our website it states, “We are a resale marketplace, not a box office or venue. Ticket prices may exceed face value. This site is not owned by San Diego Civic Theater.” All branding on our website is intentionally unique from that of the venue, with which we have no affiliation.Our website is completely user-driven, meaning all order details are either selected or input directly by our customers. Once our customer selected the event they were interested in, The [redacted], they navigated to the ticket listing page. The top of this page clearly notifies customers, “We are a resale marketplace. Prices may exceed face value. This site is not owned by any venue.” This message is also displayed on the top of every page throughout the checkout process. After customers select the ticket listing they desire, they are directed to the checkout page. Here, customers are provided with an order summary that displays the event details, ticket location, and price per ticket. Our customer was prompted to provide an email address and select a delivery method. After a delivery method is selected, since methods vary in price, a new order total is calculated. A complete itemized breakdown of our customer’s order including the price per ticket, all fees, and the total price of $192.27 was displayed in bold text on the left-hand side of the page. This information was fully disclosed before our customers are asked to enter any payment information. Below this order summary, our customers are notified in the Ticket Information portion of our site that, “We are a resale marketplace. We are not a box office or venue. This site is not owned by any venue. Price: Ticket prices may exceed face value.” Customers are then presented with our terms and conditions, including a bold message which clarifies, “All sales are final. All prices are listed in US Dollars (USD).” Our customer was required to select a check box signifying their agreement to these terms. Customers are then prompted to select the "Review Order" button below these terms. Once selected, customers are taken to a review page which displayed their payment information, order summary and provided an additional itemized cost breakdown of their order. Our customer then proceeded to select "Confirm & Place Order" at which time their order was processed.Our customer has expressed concern regarding the name on their tickets, and we would like to provide clarification. The name on the tickets represents the original purchaser that resold the tickets. This information is carried over when tickets are resold on the secondary market, and the tickets are authentic and valid for use as described in our 100% Buyer Guarantee described below.Due to the nature of our business on the secondary marketplace, Online City Tickets is not affiliated with any artist or venue and does not own inventory; instead, we act as an intermediary between customers and sellers. All prices listed on our site are done so by the individual seller, not Online City Tickets, based on their personal assessments regarding a range of factors including customer demand. As our customer has noted, all orders placed through Online City Tickets are fully protected by our 100% Buyer Guarantee. It is stated in several locations throughout our website that this guarantee ensures tickets are authentic and will arrive prior to customers’ events. This guarantee also certifies that all transactions will be safe and secure. Our 100% Buyer Guarantee, however, does not provide for cancellation of an order upon request. Since customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties and adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we thoroughly discussed this matter with our customer to address all of their concerns. We maintain that all order details were sufficiently displayed prior to placing their order; as such, we consider this matter closed. If our customer has any additional concerns regarding their order, we encourage them to reach out to our customer service department so that they may be addressed.Regards,Online City Tickets

inherit; border: 0px;">Thank you for reaching out to us. At Online City Tickets, we value our customer and would like to take the time to address Ms. [redacted] concerns. It should be noted that Online City Tickets is an online resale marketplace, which means we do not own or generate tickets—instead, we merely facilitate transactions between ticket buyers and ticket sellers. Directly on our website it states: "We are a resale marketplace. Prices may exceed face value. This site is not owned by any venue."
On April 11, 2016, Ms. [redacted] selected 2 Tickets for Summerfest - [redacted] on July 8, 2016 at 8:00 PM in Section 12, Row A-CC with the fully disclosed note: "Zone Seating. The seller is committing to procure these tickets for you upon receipt of your order. After you place your order and your order is confirmed, we guarantee that your tickets will be within the listed zone or section listed or one comparable and that you will receive these tickets in time for the event or your money back. Orders exceeding four tickets may be split up into different rows within the requested zone or section." We can confirm Ms. [redacted] was provided tickets within the zone she chose to purchase, which was Section 12, Row A-CC.
When Ms. [redacted] selected tickets and was taken to our checkout page, she was directed to review her itemized order breakdown, which clearly displayed all fees, the price per ticket, and the total price in bold text. Ms. [redacted] was required to agree to our terms and conditions—visible in a text box below this order total—and presented with the bold-text message “All sales are final.” At this point, Ms. [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and checked the box signifying her agreement with this statement. During this process, Ms. [redacted] saw an even more in-depth order summary that displayed the quantity and prices of her tickets, the delivery and service fees, and the total charge.
Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” 
Online City Tickets has fully adhered to the sales terms and conditions that Ms. [redacted] agreed to prior to checkout, and Ms. [redacted] has been provided with valid, authentic tickets in the zone she selected. We have been in contact with Ms. [redacted] in an attempt to offer a resolution to this issue, at which time she indicated that she no longer wished to discuss the matter with us. Our management team is available to handle any additional concerns that Ms. [redacted] may have; as it presently stands, we consider this matter closed.
Regards,
Online City Tickets

Very fast and efficient.

Initial Business Response /* (1000, 5, 2015/04/24) */
OnlineCityTickets.com has contacted Ms.[redacted] and we feel we have reached a resolution that suits both parties. We now consider this issue closed. If Ms. [redacted] would like to attend another live event in the future, or if she has any...

questions about an order or our website, we welcome her to reach out to us.
Thank you,
OnlineCityTickets.com

Thank you for reaching out to us. At Online City Tickets, we value our customers and would like to take the time to address our customer’s concerns. It should be noted that Online City Tickets is an online resale marketplace, which means we do not own or generate tickets—instead, we merely...

facilitate transactions between ticket buyers and ticket sellers.Prior to submitting their order on 5/6/2017, our customer was informed that their estimated In-Hand Date was 5/24/2017, they then proceeded to agree to our sales terms and submitted their order. The estimated delivery date is set by the seller on the purchase, not Online City Tickets, and is often dependent upon the primary market, with which we have no affiliation. We were later informed that the primary market issued a 24 hour delay on tickets to this specific event. This means tickets will not be available to customers until 24 hours prior to the event; as such, we immediately informed our customer of the new estimated In-Hand Date. Per our 100% Money Back Guarantee, we pledge that customers will receive their valid tickets prior to their event. Since our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry and agreed upon by our customer prior to placing their order.As our customer’s valid tickets are scheduled to be delivered prior to their event on 5/26/2017, we consider this matter closed. If our customer has any additional questions pertaining to their order, we encourage them to contact our customer service department to provide assistance.Regards,Online City Tickets

Thank you for reaching out to us regarding this matter. At Online City Tickets, we value our...

customers and appreciate the opportunity to address Ms. [redacted] concerns. It should be noted that Online City Tickets is an online resale marketplace, which means we do not own or generate tickets—instead, we merely facilitate transactions between ticket buyers and ticket sellers. This fact is noted on every ticket and checkout page and at the top of our homepage with the statement: “We are a resale marketplace, not a box office or venue. Ticket prices may exceed face value. This site is not owned by any venue or box office.”
In reference to her claim that she was charged a different price than that listed on the tickets themselves, it should be noted that this is a common occurrence on the secondary market. Because all tickets are listed and priced by individual sellers, prices are determined by those sellers, not by Online City Tickets, in accordance with their assessments of various market factors such as customer demand. This information is presented in large print on our website's home page, as well as on every ticket page, and again stated on our checkout page prior to the customer entering their payment information.
Regarding Ms. [redacted] claim that she was not made aware of the order total prior to purchase, it should be noted that this is inaccurate. Our website is user-driven, and no order can be placed without the customer having been made aware of all order and pricing details. When Ms. [redacted] selected her tickets, she was taken to our Checkout page. From there, she was directed to review the itemized order breakdown, which clearly displayed the price per ticket, all fees, and the total price in bold text. Ms. [redacted] was required to agree to our terms and conditions—visible in a text box below this order total—and presented with the bold-text message “All sales are final.” At this point, Ms. [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and checked a box signifying her agreement with this statement. During this process, Ms. [redacted] saw an even more in-depth order summary that displayed the quantity and prices of her tickets, delivery and service fees, and the total charge in bold print.
With regard to her claim that the tickets were fake, it must be noted that this is inaccurate. Ms. [redacted] received tickets that were backed by our 100% Money Back Guarantee to be valid and authentic. The event for which she purchased tickets occurred on the day following the submission of this complaint; therefore, Ms. [redacted] had not yet had the opportunity to use her tickets.
Ms. [redacted] received her tickets by email moments after completing her order, and the tickets were valid for entry to the event. As such, Online City Tickets has fully adhered to the terms and conditions to which Ms. [redacted] agreed prior to purchase. Additionally, we were not made aware of any dissatisfaction on the part of Ms. [redacted] prior to receiving this complaint. If she would like to discuss this matter further, or if she has any other questions, we encourage her to utilize our customer service team who will be happy to assist. At this time, we consider this matter closed.
Regards,
Online City Tickets

Initial Business Response /* (1000, 5, 2015/04/30) */
OnlineCityTickets.com has contacted Mr. [redacted] and we feel we have reached a resolution that suits both parties. We now consider this issue closed. If Mr.[redacted] would like to attend another live event in the future, or if he has any questions...

about an order or our website, we welcome him to reach out to us.
Thank you,
OnlineCityTickets.com
Initial Consumer Rebuttal /* (2000, 7, 2015/05/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
City Ticket has agreed to refund in total the ticket purchase. I will reserve the right to re-file if City Ticket does not complete this transaction they agreed to.

Great

My buying experience was pleasurable.

I will definitely use this site again!

Received in a timely manner.

Extremely high "service charges". Nearly 30% of face value. Crooks.

Very easy to work with